How is this hard?

**empty** · 03-20-2004, 01:58 PM

I've been trying to confirm the name servers I need to forward to clients on my new reseller plan, but I keep getting the run around from what sounds like outsourced support (not that I care in the end, but it's starting to get annoying).

Here's the most recent ticket I opened up -

Hi,

I have a reseller account at this address and I need to know what nameservers I need to give to my clients. The reseller page says I will have ns.Your_Name.com and ns2.Your_name.com so I should give my clients ns.<removed>.com and ns2.<removed>.com correct? Please let me know, thanks!

The response?

We have forwarded your request to our senior admin, he will get back to you shortly.

Regards,

Brian

This is after another ticket I opened yesterday asking a few other questions. Not only did I not get the answers I was looking for, when I asked a few more (regarding uploading the logo) they failed again.

I'm sorry, but I've been a Jag user for years now (over 3 if I remember correctly), but this sucks. Can any of the other resellers answer my question? Thanks guys!

**dkadave** · 03-20-2004, 06:21 PM

They shoud of provided you with nameservers.

But the support staff jag has now, let me say it, is not as good as it once was. Especially with Susy Williams not a support staff for jag anymore.

I got a few were the support staff now, said. Let me forward this to the senoir guy. And all I requested was for a multi-hosted domain to be removed.

I don't know if jag's just hiring these people who know's nothing. Or they just don't speak good english. And in a nice way of saying I don't understand your language is that forwarding to the senior staff. On monday, call up jag's sales. And tell them if they could forward you your reseller Nameserver info.

If they don't help, you'll just have to wait for the senior guy to help.

But yes you should get nameservers. Just call or email jag for your nameservers.

Tickets, I hardly use it, cause I always seem to have problems with them. As they never know what the heck to do.

**the_ancient** · 03-21-2004, 05:24 AM

you have to registar child nameservers with your registar of your domain name...

You need to ask jag for the IP addresses to use, most commonlly they give you the IP's for ns1 and ns2 .nocdirect.com

**empty** · 03-21-2004, 06:54 AM

Man, I totally hate to do this as I'm not one for public bashing and I've been a Jag client for over 3 years (even through that really nasty network problem) but this level of incompatance is just annoying.

Recently, I decided to open up a reseller account here with Jag. That went off without a hitch. "Fantastic" I thought! It was really fast and easy (considering I'm paying for it with PayPal money from scriptlance and not my credit card on file with Jag).

That is, until I had a question I needed an answer to. So I contacted support. They've always been amazing in the past and I was actually excited to get my answer. Well, guess who needs to rethink his excitement...

(Take note that Brian isn't able to answer my question followed by two empty messages with different time stamps)

A great set of answers don't you think!?!

All I wanted to know was a basic question in regards to a feature listed on the Jag site..*sigh*. If this is the result of outsourced support, I can understand to a point. However, if these are hired techs, a good round of beatings are in order..

**the_ancient** · 03-21-2004, 07:02 AM

Personally I think Jag sould designate a Few of there more knowlegable Staff Members to deal with resellers

When I contact Support I need, NEED some one that knows what I am talking about because I have a problem, or need feature that required tech support

I know probally 90% of the questions that come from "normal" shared clients are routine Cpanel Questions, I get them to, but I have gone round and round with support on realitvly easy Server Admin fuctions, DNS Modifactions, SSL Installations, and what not,

It does not bother me too much as none of this issuses were really time crintcal but what if they were?

**Tazmania** · 03-21-2004, 07:03 AM

Does it make sence to give any other than ns.your_name.com and ns2.your_name.com to you clients? i would say no.

**empty** · 03-21-2004, 07:04 AM

Originally posted by dkadave
They shoud of provided you with nameservers.

I got a few were the support staff now, said. Let me forward this to the senoir guy. And all I requested was for a multi-hosted domain to be removed.

I don't know if jag's just hiring these people who know's nothing. Or they just don't speak good english. And in a nice way of saying I don't understand your language is that forwarding to the senior staff. On monday, call up jag's sales. And tell them if they could forward you your reseller Nameserver info.

If they don't help, you'll just have to wait for the senior guy to help.

But yes you should get nameservers. Just call or email jag for your nameservers.

That's a fantastic idea, actually. No doubt I'm going to do just that. Thanks man!

Oh, and here -

**empty** · 03-21-2004, 07:13 AM

Originally posted by OspreyServices
Personally I think Jag sould designate a Few of there more knowlegable Staff Members to deal with resellers

It does not bother me too much as none of this issuses were really time crintcal but what if they were?

That's exactly where I'm at right now. One of my clients I was going to move from another host to the Jag network *needs* to have his site up in the next two days. There's a story being published about his project that features the site. That that in itself that's Jag's problem but when you're expecting competent support, you feel you can give deadlines to clients.

Originally posted by Tazmania
Does it make sence to give any other than ns.your_name.com and ns2.your_name.com to you clients? i would say no.

You're missing the point. The question was just for confirmation that things were setup. In none of my emails or anywhere in the reseller section of the Jag client app does it list my nameservers. So I needed to know for sure before I went off and started telling clients to make the change. I couldn't even get a simple "yes" or "no" from TWO first-tier support techs.

**dkadave** · 03-21-2004, 07:44 AM

Yeah, I know. Those two are stupid. I've had problems with them. I think they are kids or something. They always post blank messages. Why, I don't know.

Or they forward it to some senoir admin. I say if they need a senoir admin to answer a simple request. Get a new job!

**dkadave** · 03-21-2004, 07:47 AM

I don't think they are skilled at all. I think they get a seperate site supplied by jag with tech support questions and all they do is when they get a support ticket they look through the site and copy and paste or re-write in their own words.

Cause mostly all my Reseller questions. They have no clue what the heck I'm talking about.

Just like I've been saying. THEY STUPID.

**dkadave** · 03-21-2004, 07:49 AM

Go through Greg. At least you'll get a better chance on getting a yes or no.

**dkadave** · 03-21-2004, 07:50 AM

Go through Greg. At least you'll get a better chance on getting a yes or no.

**JPC-Greg** · 03-21-2004, 08:01 AM

We are adding new techs and need to get them updated with a few other policies it seems. Sorry that such a basic question wasnt answered right away the first time.

**empty** · 03-21-2004, 08:01 AM

Oh god, I hope it's not one of those "I need a website so can I do support" requests from webhostingtalk.com :-/

**JPC-Greg** · 03-21-2004, 08:02 AM

btw, the blank messages were not tech replies but a lacking feature of our ticket system. The techs were changing the category or dept for the ticket and clikcing update, which also adds blanks updates to tickets (an issue Ill fix this week).

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How is this hard?

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